Transcar Auto Transport

Using proper customer service when there is damage to a vehicle that was transported. Communication to find a resolution instead of conflict.

A company was found to transport my vehicle 2013 black BMW X5 SUV over 3000 miles from Florida to Washington state. Another company-Transcar was then enlisted to handle the transport of the vehicle. The vehicle was picked up Tuesday, July 23 by Truck 22 driver Ariel with condition of car noted by numbers 18, 13, 2, and 3 which were exterior blemishes. In addition I took a 10 minute video of my vehicle the day before in which no damage or sound is heard while car is running.

The vehicle was delivered on Tuesday, July 31 which was great to receive a 1 week delivery. The complaint is that the vehicle has damage to the passenger *** undercarriage which occurred sometime in the possession of the company during transport. When the car was ready for delivery the dispatcher contacted me because we had spoken earlier when I called to check the location.

The car was removed from the truck and driven by the transporter to the parking lot of residence when a noise was heard from the vehicle as it was parked. The vehicle was then driven by my husband who heard the noise and checked for damage and the transport driver acknowledged there was a noise. My husband took photos of both sides of the vehicle where there is clearly damage seen on one side.

The transporter let the dispatcher know there was an issue and my husband was not going to offer payment of $1275 due in cash or cashier's check which $100 deposit was paid for a total of $1375 total paid for transport. The dispatcher called me and described the situation and I agreed after I explained the condition of the car when picked up and I was abruptly hung up on. The dispatcher decided to only communicate by text and I sent pictures plus video to dispatcher about the car which no responsibility was taken.

My husband returned and left the vehicle with the transporter and I was told it would be taken to a storage with a $25 per day charge. Yet the concern was how to resolve the damage done to car which I had to research on what to do. Once I spent some time doing that, I contacted the dispatcher by phone call which was not answered and text to pick up the car. I texted twice and did not get a response. My research was that I needed to do the following:

-note the damage on the release paper-which my husband stated driver did not do
-pay the transporter fee but be given information on how to file a claim
-then I could file a claim with company within 30 days and possibly with my car insurance carrier
-take the vehicle for an estimate on how to repair damage to submit to company
-matter should be resolved with the above

The dispatcher was on Eastern time and I on Pacific and it may have been after hours yet she stated that she was dealing with another customer before hanging up on me.